Customer Service Representative

Customer Service Representative (CSR) – Qureshi Group

Location: Karachi
Department: Customer Experience
Job Type: Full-Time
Gender Preference: Female only

Job Summary

Qureshi Group is looking for a professional and customer-oriented Customer Service Representative to manage client interactions across our salon branches and head office. The CSR will be responsible for addressing customer queries, resolving complaints, maintaining service quality standards, and ensuring a seamless customer experience across all touchpoints.

This role requires someone who understands customer behavior, has excellent communication skills, and can handle salon industry clients politely and effectively.

Key Responsibilities

Customer Interaction & Support

• Serve as the first point of contact for walk-in, phone, and WhatsApp inquiries.
• Provide accurate information regarding services, pricing, stylists, promotions, and branch policies.
• Maintain a friendly, helpful, and professional attitude at all times.
• Manage customer feedback and maintain a daily log for reporting.

Complaint Handling

• Address customer complaints promptly and professionally.
• Coordinate with salon managers, service providers, and the head office to resolve issues.
• Ensure proper documentation of complaints and follow up until resolution.

Branch Coordination

• Communicate client concerns and service gaps to branch managers.
• Support salon teams in maintaining a smooth customer experience.
• Ensure all customer-facing areas (reception, waiting area) maintain company standards.

Head Office Coordination

• Maintain and submit daily/weekly customer service reports to the Customer Experience Manager.
• Highlight repeated issues, operational gaps, or service trends for improvement.
• Assist in implementing customer service policies and quality standards across branches.

Operational Support

• Maintain customer feedback sheets, service recovery forms, and complaint logs.
• Assist the management in customer satisfaction surveys and service audits.
• Support marketing and communication teams by conveying customer insights and suggestions.

Requirements

• Minimum: Intermediate; Bachelor’s degree preferred.
• 1–3 years of customer service experience (Salon/Spa, Hospitality, Retail, or Call Center preferred).
• Strong communication and interpersonal skills.
• Ability to manage difficult clients with patience and professionalism.
• Presentable personality with customer-oriented behavior.
• Basic knowledge of MS Office and WhatsApp Business.
• Ability to multitask and work under pressure in a fast-paced environment.

Skills & Competencies

• Excellent verbal and written communication
• Active listening and empathy
• Problem-solving and conflict resolution
• Professional grooming and presentation
• Team collaboration
• Time management

How to Apply:

Interested candidates may send their CV and cover letter to careers@qureshigroup.pk with the subject line: “Application for CSR – Qureshi Group.”

Job Type: Full-time

Pay: Rs35,000.00 - Rs45,000.00 per month

Work Location: In person